Senior Access Center Lead - Patient Experience & Scheduling

Westchester Medical Center Health Network; Town of Mount Pleasant (NY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Westchester Medical Center Health Network in New York is seeking a Senior Access Center Ambassador to lead a service-line team, handling a high volume of inbound calls to schedule appointments and address questions.

This role drives first-call resolution, coordinates with department leadership, and ensures a positive patient experience while maintaining accurate records and compliance.

Qualifications

• 1–3 years of call center or customer service experience.
• High school diploma or equivalent; Associate degree preferred.
• Bilingual English/Spanish preferred, but not required.
• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint).

Responsibilities

• Liaise with department leadership to ensure template accuracy and issue escalation.
• Coordinate day-to-day operations with Access Center supervisors.
• Handle 80–100 calls daily from patients, insurers, and other facilities.
• Schedule, cancel, and reschedule appointments in the EHR (CERNER).
• Maintain patient records and ensure confidentiality and empathy.
• Meet daily productivity targets as a team.
• Support brand promises and CARE values in every encounter.
• Remote work may be considered after hire for selected candidates.

Skills

Call center experience

Customer service

Bilingual English/Spanish

Education

High School Diploma or Equivalent

Associate Degree (preferred)

Tools

Microsoft Office

Job description

Westchester Medical Center Health Network in New York is seeking a Senior Access Center Ambassador to lead a service-line team, handling a high volume of inbound calls to schedule appointments and address questions.

This role drives first-call resolution, coordinates with department leadership, and ensures a positive patient experience while maintaining accurate records and compliance.